Should our workshop chatbot answer booking questions when it cannot see current availability?
TechnologyA customer sent me the chatbot's reply: “Yes, places are available on Saturday.” The booking page showed the session as full. She had asked the bot before arranging to come with a friend.
The bot reads our workshop FAQ. It does not have access to the live booking list. I added it to handle questions about the venue and what to bring, but I did not decide what it should do when someone asked for a seat.
My colleague wants to add “availability may change” to every reply and keep it running. I want to stop it answering availability questions until we have a dependable route. She is worried that narrowing it will bring the same questions back to our inbox.
What is a useful boundary for this version? I am contacting the customer to explain the conflict and the options we actually have. I would like the next person to get a clear route to the booking page, rather than a confident answer followed by a caveat they have to interpret.